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| Version | 1 |
| Approved by | AKS Lytham Foundation trustees |
| Date last approved | Fundraising Complaints Policy and Procedure Formation (March 2026) |
| Date last reviewed | As above |
| Review Frequency | 12 months |
| Next Review Date | March 2027 |
| Policy Owner | Director of Marketing, Development and Engagement |
| Oversight | AKS Lytham Foundation Trustees |
| Version / Date | Updates and Changes |
|---|---|
| Version 1 – March 2026 | Initial document, setting up the AKS Lytham Foundation's approach to complaint handling. |
The AKS Lytham Foundation is a UK registered charity and is committed to operating to high standards in all its activities, including fundraising. We welcome feedback from individuals, intermediaries, charities and anyone who engages with or works alongside the Foundation. Feedback, including complaints, plays an important role in helping us evaluate our work and continuously improve our fundraising practices.
The objectives of this Fundraising Complaints Policy and Procedure are to:
The policy is endorsed by AKS Lytham Foundation Trustees and will be reviewed annually to make sure it remains relevant and appropriate to the needs of the Foundation; AKS Development Office staff, volunteers, users and visitors. This Complaints Policy and Procedure is freely accessible to all via the alumni website www.oaksconnect.com and is available in alternative formats on request.
This policy applies to complaints relating to the Foundation fundraising activities, communications or events. It does not cover complaints relating to education provision, safeguarding, employment matters or data protection, which are addressed through separate policies and procedures.
Where a complaint relates to the conduct or employment of a member of staff employed by United Learning, the matter will be managed in accordance with the relevant United Learning complaints or employment policies.
Where a complaint relates specifically to the fundraising activities of the AKS Lytham Foundation, it will be managed in accordance with this Fundraising Complaints Policy and Procedure.
A complaint is any expression of dissatisfaction by an individual or group, whether justified or not, about the fundraising activities of the AKS Lytham Foundation.
An individual may make a complaint if they believe the Foundation has:
Responsibility for oversight of fundraising complaints rests with the AKS Lytham Foundation Trustees.
The primary contacts for complaints are:
Chris Dickson – Chair of Trustees, AKS Lytham Foundation
Steph Gilluly – Clerk to the Foundation
Complaints may be initially logged through the Development Office, but the Chair of Trustees and Clerk retain oversight of the process to ensure independence and transparency.
The AKS Lytham Foundation is committed to the highest possible standards of fundraising practice and takes seriously any complaint about its fundraising activity. The Foundation is committed to complying with the Code of Fundraising Practice and to ensuring that fundraising is respectful, open, honest and accountable to the public.
We recognise that the effective handling and resolution of concerns and complaints is central to our commitment to continuous improvement and to maintaining the trust and confidence of the wider AKS Lytham School community.
Complaints should normally be made within three months of the incident giving rise to the complaint. Complaints received outside this timeframe may be considered at the discretion of the Foundation where there are reasonable grounds for delay.
Complaints will be handled in the following stages:
Within 5 working days, the complaint will be acknowledged and logged by the Development Office. An acknowledgement or initial response will be provided via the most appropriate channel.
Within 14 working days, the Foundation aims to provide a full response following investigation of the complaint. Where this is not possible due to complexity or the need for further information, the complainant will receive a holding response explaining the reason for the delay and providing an updated timeline.
If the complainant remains dissatisfied, the matter may be escalated to the Chair of Trustees or the Trustees of the AKS Lytham Foundation for review. A final response will normally be provided within 20 working days.
Complaints will be handled sensitively and in confidence. Information will be shared only with those who need to know in order to investigate the complaint and respond appropriately. Personal data will be handled in accordance with UK GDPR and the Development Office Privacy Policy.
Anonymous complaints will be considered at the discretion of the Foundation where sufficient information is provided to enable investigation. However, anonymity may limit the ability of the Foundation to fully investigate or respond.
Where a complaint relates to an individual who would ordinarily be responsible for handling the complaint, the matter will be referred to another appropriate trustee or senior representative of the Foundation to ensure the complaint is handled impartially.
Where necessary, the Chair of Trustees may appoint an alternative trustee to oversee the investigation to maintain independence and transparency.
All complaints will be logged by the Development Office and recorded in the Complaints Log.
Records will include:
An anonymised summary of complaints will be reported to the Trustees at trustee meetings, which are held a minimum of twice per year.
The AKS Lytham Foundation recognises that complaints can provide valuable insight into how fundraising activities are perceived and experienced.
Information gathered through the complaints process will be reviewed periodically to identify any patterns, trends or areas for improvement. Where appropriate, lessons learned will be used to inform improvements to fundraising practices, communications and events.
Any significant issues identified through the complaints process will be reported to the Trustees and may result in changes to procedures, training or operational practice where necessary.
Complaints may be submitted using the following methods:
By email: alumni@akslytham.com
By phone: 01253 784100
By post: AKS Lytham Foundation, Development Office, AKS Lytham, Clifton Drive South, Lytham St Annes, FY8 1DT
Complaints will be logged by the Development Office and referred to the Chair of Trustees or the Clerk to the Foundation as appropriate to ensure independent oversight of the complaints process.
If a complainant remains dissatisfied after the Foundation complaints process has been completed, they may refer the matter to the Fundraising Regulator for Independent Review. The Fundraising Regulator can investigate complaints about fundraising practices and must normally be contacted within two months of receiving the final response from the Foundation. Complaints can be submitted via the Fundraising Regulator online complaints form or by telephone on 0300 999 3407.
